Benjamin Harrison Email & Phone Number

Londonderry, Nh, Us

Nashua, New Hampshire, United States

Service Delivery Manager, Major Account, (07/2020 – Current) Arista Networks, Nashua, NHAct as lead coordinator and escalation point for Technical Services and Logistics for Arista’s 2nd largest customer Key Achievements:Develop, interpret, and enforce policy between Arista and customer, as well as exception guidance on those policies Responsible for Supervising 12+ Technical Solutions Engineers (TSEs) for direct customer support Develop and deliver QBR to customer VP and… Show more Service Delivery Manager, Major Account, (07/2020 – Current) Arista Networks, Nashua, NHAct as lead coordinator and escalation point for Technical Services and Logistics for Arista’s 2nd largest customer Key Achievements:Develop, interpret, and enforce policy between Arista and customer, as well as exception guidance on those policies Responsible for Supervising 12+ Technical Solutions Engineers (TSEs) for direct customer support Develop and deliver QBR to customer VP and Director level constituents Identify and resolve gaps in resource planning, scheduling and reporting in a multi-technology model Show less

Nashua, New Hampshire

Nashua, Nh

Provided high-level escalation support to enterprise customers. Utilizing advanced troubleshooting techniques to identify issues and provide viable solutions for the customer.Assisted Tier 1 and 2 Support Engineers through backline channels to determine action plans for customer issues.Employed comprehensive holistic approach to troubleshoot customer environments reviewing all facets of host and client servers, network interconnects, end node devices, and any associated… Show more Provided high-level escalation support to enterprise customers. Utilizing advanced troubleshooting techniques to identify issues and provide viable solutions for the customer.Assisted Tier 1 and 2 Support Engineers through backline channels to determine action plans for customer issues.Employed comprehensive holistic approach to troubleshoot customer environments reviewing all facets of host and client servers, network interconnects, end node devices, and any associated protocols and permissions.Remotely connect to customer servers to assist with reconfiguring and tuning on varied hosts (Windows, Linux, VMWare), switches (Cisco, Force 10, PowerConnect, Brocade), and end node devices (Equallogic, Compellent, Powervault). Installed and maintained lab equipment for replicating customer issues. Lab consisted of Dell servers running VMWare ESX and many virtual machines, PowerConnect 1Gb and 10GB switches, and storage array or NAS device. Labs were configured to be accessible across multiple networks, with user accounts maintained for support personnel.Investigated product and customer issues using vendor-supplied resources while duplicating customer’s environment in lab for increased customer experience and precise diagnosis.Worked through customer access and permission issues on NAS resources, troubleshooting Active Directory and Linux users and groups.Managed customer expectations and service deliveries in high volume environment, while providing comprehensive documentation of problems and solutions using appropriate call tracking systems. Show less

Perform Quality testing of back office accounting software; including bug fixes, enhancements, design changes, and integration of third party interfaces.Prepare and organize data conversion from customer's previous accounting software to new Data Plus software installations.Responsible for creating and updating documentation and technical specifications for new and existing projects.Communicate with third party vendors to develop new interfaces to convey data between different… Show more Perform Quality testing of back office accounting software; including bug fixes, enhancements, design changes, and integration of third party interfaces.Prepare and organize data conversion from customer's previous accounting software to new Data Plus software installations.Responsible for creating and updating documentation and technical specifications for new and existing projects.Communicate with third party vendors to develop new interfaces to convey data between different software systems.Write development specifications to aide developers in the creation of new features and bug fixes.Research, present, and implement new software development and bug tracking tools to streamline the development process and increase efficiency.Utilize previous experience to assist with routine IT duties including troubleshooting and maintenance of Windows 2003 servers and user's Windows XP computers. Show less

Supervised final assembly personnel, assigning daily tasks to insure on time delivery and consistency of quality inspections to customer specifications.Provided an integral role in obtaining and maintaining ISO 9001:2000 certification.Conducted internal audits of all departments ensuring compliance with company procedures and ISO requirements.Developed, applied, and maintained quality requirements and standards for manufacturing products in compliance with customer and ISO… Show more Supervised final assembly personnel, assigning daily tasks to insure on time delivery and consistency of quality inspections to customer specifications.Provided an integral role in obtaining and maintaining ISO 9001:2000 certification.Conducted internal audits of all departments ensuring compliance with company procedures and ISO requirements.Developed, applied, and maintained quality requirements and standards for manufacturing products in compliance with customer and ISO requirements.Designed and implemented methods for process control, improvement, testing and inspection.Developed, executed, and analyzed quality reporting measures to ensure continuous improvement of the manufacturing process.Reported to management on quality issues, trends, and losses gathered from the production floor.Generated and maintained corrective/preventative action reports for internal and customer issues.Trained assembly technicians and final inspectors in the WHMA/IPC-620 industry standard. Appointed Member of the Joint Loss Management Committee, responsible for improving safety policies in compliance with OSHA and NH Department of Labor requirements. Promoted to this position after one year as a Quote Engineer and two years as a cable assembler. Show less

Repaired and troubleshot Dell PCs and laptops running a variety of different operating systems.Resolved common network connectivity problems.Responded to the needs of customers under high-stress time sensitive circumstances.

Trained students on installing and configuring various Microsoft and Linux operating systems.Created user accounts and assigned permissions to system resources.Installed and configured Peer and Client Based local area networks of various topologies utilizing TCP/IP, Microsoft, and Novell protocols.Assembled, upgraded, and properly configured user computers.